Listen to Bink and Misty weekday mornings at 9am for the latest job openings in Columbus! Here’s who’s hiring:
Customer Service Advocate: UnitedHealth Group
Primary Responsibilities
- Respond
to and resolve on the first call, customer service inquires and issues
by identifying the topic and type of assistance the caller needs such as
benefits, eligibility and claims, financial spending accounts and
correspondence.
- Help guide and educate
customers about the fundamentals and benefits of consumer-driven health
care topics to include managing their health and well-being by selecting
the best benefit plan options, maximizing the value of their health
plan benefits and choosing a quality care provider
- Intervene
with care providers (doctor’s offices) on behalf of the customer to
assist with appointment scheduling or connections with internal
specialists for assistance when needed
- Assist
customers in navigating myuhc.com and other UnitedHealth Group websites
and encourage and reassure them to become self-sufficient
- Own
problem through to resolution on behalf of the customer in real time or
through comprehensive and timely follow-up with the member
- Research
complex issues across multiple databases and work with support
resources to resolve customer issues and/or partner with others to
resolve escalated issues
- Provide education and status on previously submitted pre-authorizations or pre-determination requests
- Meet
the performance goals established for the position in the areas of:
efficiency, call quality, customer satisfaction, first call resolution
and attendance
Requirements:
- Minimum 1 year Customer Service experience
- An education level of at least a high school diploma or GED OR 10 years of equivalent working experience
- Demonstrated
ability to quickly build rapport and respond to customers in a
compassionate manner by identifying and exceeding customer expectations
(responding in respectful, timely manners, consistently meeting
commitments)
- Demonstrated ability to
listen skillfully, collect relevant information, determine immediate
requests and identify the current and future needs of the member
- Proficient problem solving approach to quickly assess current state and formulate recommendations
- Proficient
in translating healthcare-related jargon and complex processes into
simple, step-by-step instructions customers can understand and act upon
- Flexibility to customize approach to meet all types of member communication styles and personalities
- Proficient
conflict management skills to include ability to resolve issues in a
stressful situation and demonstrating personal resilience
- Ability
to work regularly scheduled shifts within our hours of operation
(6:50am to 8:00pm, Monday-Friday), where lunches and breaks are
scheduled, with the flexibility to adjust daily schedule, and work
over-time and/or weekends, as needed
- All
new hires will be required to successful complete the UnitedHealthcare
Operations Customer Service Advocate training classes and demonstrate
proficiency of the material
- Health care experience preferred
- Associate degree or higher preferred
- English/Spanish Bilingual Preferred
Apply here
